Overview
Supports IT service delivery activities to ensure reliable access to technologies and systems. Contributes to maintaining service quality and user satisfaction under supervision.
Key Responsibilities
- - Provide routine technical support by following established procedures.
- - Log, track, and escalate issues in accordance with defined service management processes.
- - Document common issues and adhere to standard workflows.
- - Assist with minor service enhancements under supervision.
- - Complete assigned tasks from work queues or backlogs.
- - Participate in Agile ceremonies under supervision.
- - Collaborate with team members to support service delivery activities.
- - Communicate clearly and escalate issues as required.
- - Build skills through active learning and knowledge sharing.
- - Apply feedback to improve individual performance.
Required Experience
- At least 10 years of relevant experience, post secondary studies related to the specialty area, or an equivalent combination of education and experience.
- Advanced proficiency in technical troubleshooting.
- Skilled in automation and robotics, ITIL frameworks, network/system architecture, change management, and technical support.
- Skilled in collaboration, analytical reasoning, technology quotient, and persuasive communication.
- Awareness of Agile methodologies, AI concepts, digital fluency, and continuous improvement practices.
- Awareness of issue resolution/escalation, versatility, and accountability principles.
- Demonstrated ability to work effectively under supervision and apply feedback constructively.
